Inside Sales Representative

Summary:

The Inside Sales Representative is responsible for managing the sales pipeline and driving revenue through the follow-up, nurturing, and conversion of open or unsold estimates generated by field sales professionals. Working within the HomeTown System, this role serves as the primary point of contact for estimate follow-up and unsold opportunity recovery.

The Inside Sales Representative partners closely with Comfort Advisors, Sales Technicians, Sewer Sales Specialists, and other sales personnel to ensure every sales opportunity receives consistent follow-up, customer questions are addressed, and potential revenue is maximized. This individual plays a critical role in increasing close rates, improving customer experience, and maintaining visibility into the overall sales pipeline.

Key Responsibilities

Sales Pipeline Management

• Monitor and manage all open and unsold estimates within the CRM and sales management systems.
• Maintain an organized pipeline with clear next steps, follow-up dates, and customer communication records.
• Prioritize opportunities based on value, age, urgency, and likelihood to close.
• Ensure no qualified opportunity is lost due to lack of follow-up.

Estimate Follow-Up & Sales Conversion

• Contact homeowners regarding open estimates through phone, text, email, and other approved communication channels.
• Re-engage customers who have not yet made purchasing decisions.
• Identify and address objections, concerns, or barriers preventing the sale.
• Educate customers on available solutions, financing options, warranties, and service offerings.
• Schedule additional appointments when necessary to advance opportunities.
• Work to recover and close previously unsold opportunities.

Customer Experience

• Serve as a professional and knowledgeable point of contact throughout the decision-making process.
• Deliver a customer experience that reinforces trust, transparency, and confidence.
• Ensure customer questions are answered promptly and accurately.
• Coordinate internally when additional information or technical expertise is required.

Team Collaboration

• Partner with Comfort Advisors, Sales Technicians, Sewer Sales Specialists, and Sales Leadership to understand individual opportunities.
• Communicate customer feedback and market insights back to the field team.
• Assist in creating consistent sales follow-up processes and best practices.
• Participate in sales meetings and pipeline review sessions.

Reporting & Accountability

• Track and report on key performance indicators, including:
  • Follow-up activity
  • Contact rates
  • Close rates
  • Revenue generated from unsold opportunities
  • Pipeline aging
• Maintain accurate customer records and opportunity status updates within CRM systems.
• Provide regular updates on pipeline health and forecasted revenue opportunities.

Qualifications

Required

• 2+ years of inside sales, customer service, sales support, call center, or business development experience.
• Strong verbal and written communication skills.
• Comfortable making outbound calls and conducting proactive customer follow-up.
• Experience managing multiple priorities and maintaining organization in a fast-paced environment.
• Proficiency with CRM systems and Microsoft Office products.

Preferred

• Experience in residential HVAC, plumbing, sewer, electrical, or home services industries.
• Familiarity with ServiceTitan or similar home service software platforms.
• Experience with financing conversations and objection handling.
• Demonstrated success in sales pipeline management and opportunity conversion.

Key Competencies

• Sense of urgency and hunger for sales
• Customer Communication
• Objection Handling
• Time Management
• Attention to Detail
• Problem Solving
• Accountability
• Revenue Generation
• Team Collaboration